- Contents
Interaction Scripter Developer's Guide
When does my script need to set an agent's status?
When designing scripts, it is helpful to know which statuses Dialer automatically assigns versus statuses that a custom script needs to explicitly assign. Dialer automatically put agents into the following statuses:
Status |
Automatically assigned by Dialer when |
Awaiting Callback |
When an agent-owned scheduled callback or precisely dialed call is being placed for them. |
Follow Up |
When their current call disconnects before it is dispositioned. |
Campaign Call |
When the agent is assigned a Dialer call and receives the screen-pop. |
A custom script should manually assign a status in the following scenarios:
Status |
When to assign in a custom script |
'Available' |
When the agent completes a call and needs to go back available to receive another call. This is typically done on page load on the 'Waiting for call' page. |
On a Break (or whatever non-ACD status a customer chooses) |
Whenever a break is granted by Dialer. |